Single Sign-On Troubleshooting

Overview

The following is a list of error messages you may see if you encounter an issue with single sign-on.

To follow the full integration process, learn more in How to Set Up Single Sign-On.

Scenario Cause Solution
No Users are unable to login using the SSO Secret ID has expired Contact your IdP provider to setup new Secret ID.
Single User is unable to login using SSO Employee email don’t match Check Employee Card email address and make sure it matches in both systems.
Unable to set SSO in Multicompany   Ensure the user has access to the Template Multicompany.
SSO Test Failure IdP key details were added incorrectly

Reconfigure SSO setup and double check IdP Key details.

  • Make sure there are no spaces or capitalisation.
  • Double Check the URL is copied in the correct place within IdP portal.
Message Solution
Something went wrong. Please contact support. Contact Simpro Premium Support.
Uh Oh! Looks like your Identity Provider is down. Please contact your IdP support. For more information, visit our Help guide. Contact IdP security administrator for connection issues
Unable to establish connection with your Identity provider. Please contact your IdP admin.

May be due to settings issues, server internet connection or IDP is not available.

Contact IdP security administrator for connection issues

Something went wrong.

Please wait for 5-10 minutes and refresh your screen. If the issue still persists, contact support.

 Wait for 5-10 minutes and refresh your screen. If the issue still persists after this time, contact the IdP provider.
Connection error Please wait for 5-10 minutes and refresh your screen. If the issue still persists, contact support. Wait for 5-10 minutes and refresh your screen. If the issue still persists after this time, contact the IdP provider.
Unable to establish connection with your Identity provider. Please contact your IdP admin. Contact IdP admin to check if the user is set up correctly. Permissions must be valid and contact details must match what is listed in Simpro Premium.
Unable to retrieve user information.

Simpro is unable to retrieve user information / email from their IdP.

Contact IdP administrator to review this user's details, ensure the email address matches to what’s in Simpro Premium.

Unable to find this email address "xxxx@xx.com" in this organisation. To fix this, please contact your Simpro admin. The returned email address from the IdP does not match the employee record. Contact your Simpro Premium Administrator to update the email address for their record.
Multiple user accounts found in Simpro

If there are multiple employee records in Simpro Premium with the email address returned from IdP, SSO login will not work.

The email address should be unique and not duplicated to avoid this.

Contact your Simpro Premium Administrator to update their employee card with the correct email.